UPS Shipping problem

John_Walter
New Member
9 0 0

Havent been able to purchase UPS shipping labels for the last week and a half, anyone else have this problem?  My billing account is fine with Shopify, i can still buy labels using USPS and DHL Express.  Thanks for any advice or opinion as to whats going on.  i'm still waiting on support to get back to me and my shipments are piling up.

John

UPS shipping problem.jpg

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Teakhaus
New Member
1 0 1

Hi, 

Do you solve the problem of buying UPS shipping labels? I am dealing with the same problem and I am still l waiting for a solution since 6 days ago. I will like to know how you solve the problem or what it was. Please help! 

 

 

saltandsundry
New Member
1 0 0

We are having the same problem and are desperate to resolve it as orders pile up. USPS is not a viable alternate for us right now. Shopify says they have to contact UPS and there's nothing we can do on our end. Any help would be greatly appreciated! 

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John_Walter
New Member
9 0 0

HI, yes i did find the solution, and it took working with UPS directly to solve it, as Shopify wasn't able to figure it out.

In my case, and possibly yours, since this isn't that uncommon a possibility, a vendor of mine sent me a shipment collect for the UPS charges, and for some reason, submitted the shipment using an obsolete UPS account that was in my company's name.  I closed that account more than 5 years ago due to a mix-up, and i ended up creating a new account.  But for whatever reason, when the shipment tried the charge and failed, then UPS's algorithm rolled over to try and find a valid UPS shipping account, which would have been fine, except that it found my UPS account with Shopify, not my own company's UPS account.  So the UPS system charged the $20 collect shipping fee to my Shopify acct, which never showed up anywhere on my shopify invoices, and thus Shopify couldn't pay it - even after being notified that it was out there.  The upshot was that my Shopify acct got suspended for non-payment and wouldn't allow me to charge anything new -hence the error message above.  

The fix came from Shopify contacting UPS and finding the tracking number of the errant charge, they sent it to me, and I was able to contact UPS and get it paid.  But i needed to get the Shopify UPS account number from Shopify (plus the invoice amount from UPS) for them to talk to me about it.  So it was kind of a runaround for a while, but eventually it did get settled and i can ship again. 

I gave Shopify a piece of my mind because it set me back about 2 weeks on shipping, plus a lot of headache and phone time.  The ability for some third party (or UPS's algorithm) to charge externally to the admin account that is attached to Shopify should be automatically blocked when they create that account in your companies name (supposedly it is now for me, but i think it should be automatic for everyone.) I'm not surprised to hear that others had this problem.

So what I would do is get your UPS account number from Shopify, contact UPS with that info (which should be tied to your address and company name, so hopefully they will let you manage it) and try to get them to track down any unpaid invoices that are charged to that account.  All Shopify could locate was a tracking number, which helped figure it out, but no $ amounts...i had to twist UPS's arm to get them to let me pay the unpaid invoice after i confirmed that it was a valid collect shipment.  

Hope that helps. I hear you when it gets super frustrating to figure out why things aren't working and Shopify doesn't know either.  

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Jennifer_McMill
Excursionist
40 0 8

I'm having the same problem right now. Same error message and can't figure out why!

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John_Walter
New Member
9 0 0

Do you have an existing account with UPS?  LIke I said, I had two, one was obsolete and inactive, but somehow a vendor used it to send me something that was billed to that account, but it didnt show up on my active UPS account, and somehow within UPS, it knew that my Shopify Account and my direct UPS account were linked.  Because the obsolete account bill wasnt paid, they shut me down on all accounts.  Try to talk to UPS to find out if there is anything charged to your company that isnt your Shopify account 

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Jennifer_McMill
Excursionist
40 0 8

 I'll try that, thank you!!

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Jennifer_McMill
Excursionist
40 0 8

So I have a $0 balance on my own ups account so it's paid in full so I'm reaching out to see if shopify will give me the account number that they've assigned to me to see if there is a problem. This is ridiculous that they can't figure out what it is!

 

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John_Walter
New Member
9 0 0

yes, i had trouble getting my shopify UPS account number, but i think i finally did.  But call UPS too, see if they have any other information based on your company name.  try emailing shipping-ups@shopify.com, that was one source that i think helped.

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John_Walter
New Member
9 0 0

i think the thing that got it was this email from them, and with the tracking number, i was able to backtrack with UPS to find the charge and pay it (after transferring it to my acct)

Hey John,

It looks like there was a collect shipment sent to you, and billed to the account Shopify uses to provide the discounted rates in admin. As this charge was from off of the platform, it went unpaid and labels were suspended. Do you recognize this shipment?

 

If you do, please reach out to UPS to resolve the charges and let me know when that is completed, and I can request that UPS reactivate label purchases.

 

So Shopify found a charge that a third party had done on this account, which came from UPS's system looking for a valid account associated with my company, after the third party sent an item with shipping collect.  Because it wasn't in shopify's system, they can't charge my bank account to pay it, and UPS was blocking the shopify account because of non payment.  Big round and round it went.  Eventually with the tracking number i was able to transfer the charge using UPS support to move it from my shopify account to my company account and pay it, which released the shopify account to begin charging shipping again.  

It really comes down to not having third party be able to charge to your shopify account, which should be a default, and i think its set now for me...but if it happened for you, then clearly their system still needs to be fixed.  

sorry you are having this go on, right during holiday season.  

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